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Customer Operations & Support Specialists
Company | Fieldwire by Hilti |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-06-14 |
Posted at | 1 year ago |
We’re looking for a proactive, detail-oriented professional who wants to help scale the customer services of the most user-friendly construction management app in the market. As a Customer Operations & Support Specialists, you will become a foundational member of our high-performing Support Team. You’ll provide customer support via email, chat, and phone to our existing US-based users and new leads. You’ll also develop written product education content for our Help Center and assist our Support, Success, and Sales Teams with special projects.
- Prior experience with Zendesk, Salesforce, Jira or equivalent Support and CRM platforms
- Must speak and write in fluent English
- Strong time management skills
- Comfortable communicating with anyone, from foreman to mid-to-senior level managers
- Creative problem solver who asks for help as readily as they give it
- Desire to learn in a dynamic startup environment
- Articulate, effective written and verbal communication skills
- Positivity, empathy, and patience when working through customer issues
- 1-3 years of Customer Support, Success, or other relevant customer-facing experience, preferably in a SaaS context
- Second language fluency: Spanish
- Previous experience in or knowledge of the construction industry
- Answer inbound phone calls, chats, and emails and persistently drive each issue to resolution
- Contribute to and update customer onboarding resources
- Become a preeminent Fieldwire product expert
- Create new and update existing knowledge base articles, setup guides, and instructional videos
- Gather and report on customer feedback trends to improve the product and account services from onboarding to renewal
- Troubleshoot account management, customer education, and technical support issues; follow and iterate on bug, product improvement, and feature-request reporting procedures
- Perform account set up and various other back office administrative tasks
- Qualify new leads and systematically route them to the appropriate sales teams
- Competitive Salary
- Generous PTO
- Commuter Benefits
- 401k
- Performance Bonus
- Medical/Dental/Vision Insurance
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